Contact center system with efficiency analysis tools
An agent efficiency analysis system for a contact center performs analysis and comparisons on where the agents' time is being spent. The system integrates data from multiple systems Automatic Call Distribution, Integrated Voice Response and Work Force Management contact center applications and organizes the data against a standard set of metrics. Statistical trend analysis (long-term and short-term) may be performed.
1. A system, comprising:
a contact center management system implemented on one or more computer systems; and
two or more agent systems coupled to the contact center management system by way of a communication network, wherein the contact center management system is configured to:
monitor activity of two or more agents who perform services on the two or more agent systems at one or more contact centers;
determine, based on at least some of the activity, two or more measures of performance for at least two of the two or more agents, wherein at least two of the measures of performance for at least one of the agents comprises a numerical value corresponding to agent occupancy for at least two periods of time and a utilization for at least two periods of time; and
determine, based on at least one of the measures of performance, one or more statistical values for at least two of the agents.
2. The system of claim 1 , wherein the determining two or more measures of performance for at least two of the two or more agents comprises receiving and integrating, by the contact center management system, data from a workforce management system and a human resources system.
3. The system of claim 1 , wherein the statistical values comprise one or more statistical trends.
4. The system of claim 1 , wherein at least one of the measures of performance is for performance of one or more groups of agents.
5. The system of claim 1 , wherein at least one of the measures of performance is for performance of agents associated with a project.
6. The system of claim 1 , wherein the contact center management system is further configured to automatically detect, based at least in part on the measures of performance, a project with project performance outside of a threshold.
7. The system of claim 1 , wherein the contact center management system is further configured to send, in a response to an indication of a special cause pattern in performance, an alert to one or more persons.
8. The system of claim 1 , wherein the contact center management system is further configured to automatically detect, based at least in part on the measures of performance, a project, group, or individual agent with low and/or high performance.
9. The system of claim 1 , wherein the determining two or more measures of performance for at least two of the two or more agents comprises integrating, by the contact center management system, data from a workforce management system and a human resources system.